Dolby Atmos audio drop out

[Nigelb1972]

Thirded... All native TV apps and PS5 in game mode or UHD Blu-ray all work perfectly with Atmos so it's clearly an issue with the Pucks... 

[Dac20vt]

Fourth'd.

Xbox Series X and Nvidia Shield Pro both send Atmos content to my devices flawlessly. It's just the stream puck that suffers with dropouts. 

[TechMaster]

I tested this last night, so powered off the sky stream box, repowered and rebooted the box then straight into the netflix app and watched F1 - Drive to Survive , dolby vision/Dolby atmos

- I got one audio dropout for a few seconds

- rewound and played the same clip again, this time no audio drop out.

So it's not caused by the content, it's just random as most other people are confirming.

[Daniel-F]

Hi everyone

Thanks for sharing all of that information 😊 I have passed this along to relevant teams to get this looked into.

Can  I ask and if not already provided in your answers above, can you get me the sound system specific model you have?

Also, are you aware of any software updates on the manufacturers end which led to this change in experience?

Thanks,

[Dac20vt]

Hi @Daniel-F 

None of this is down to individual users equipment it's down to the sky stream puck.

The issues were present for me for the entire 6 months of my subscription. 

Kind regards

Dale 

[TechMaster]

My soundbar is a Samsung Q900t, although I don't think the soundbars are the issue as the audio works fine without drop outs on internal apps, games consoles etc

[Padam_Padam]

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@Daniel-F wrote:

Hi everyone

Thanks for sharing all of that information 😊 I have passed this along to relevant teams to get this looked into.

Can  I ask and if not already provided in your answers above, can you get me the sound system specific model you have?

Also, are you aware of any software updates on the manufacturers end which led to this change in experience?

Thanks,

---

I don't believe it's anything to do with specific manufacturers' of sound system.

There's already a list of Bose, Denon, Samsung, and LG soundbars/AVRs listed on this thread all suffering from the Atmos dropouts.

As many of us have said, the only device among many other devices attached to the same equipment, which suffer from dropouts is the Stream puck.

[Nigelb1972]

@Daniel-F there's a wide variety of customers using audio systems and TV's from different manufacturers all reporting the same issue with Dolby Atmos either connection via ARC or eARC pointing to it being either a software problem or even worse, a hardware issue with the Pucks.    

[M3rk]

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@Daniel-F wrote:

Hi everyone

Thanks for sharing all of that information 😊 I have passed this along to relevant teams to get this looked into.

Can  I ask and if not already provided in your answers above, can you get me the sound system specific model you have?

Also, are you aware of any software updates on the manufacturers end which led to this change in experience?

Thanks,

---

Hi @Daniel-F 

As others have said everything works fine when viewing / listening to atmos via other means xbox / native apps on TV.

in answer to your software question , for me it started occurring after a puck software update , apologies i didnt make a note of which , but was early in its life span and ive had since release.

[Dac20vt]

Disappointing that the initial steer from Sky is to look at other hardware as the problem 

[Nigelb1972]

@Dac20vt I think they're just trying to rule it out. I've been checking Xumo and Comcast sites and they're not reporting the same issue so it would seem to be software related.

[Oyodin]

Dolby Digital Plus audio dropout is a regular occurrence.

My puck is connected to a Denon AVR3800h and the audio on the puck is set to passthrough. The puck is connected to the AVR using the HDMI lead which came with the puck.

[FFU01]

The Sky employee in this thread, Daniel F, seems to be actioning this and has been contacting us individually so, hopefully, this will be sorted soon.

[SimonBell]

I had this issue tonight only watching Netflix app on Sky stream. Atmis dropping out every few minutes. Only happens in Netflix app on Sy puck.

Hisense TV connected via earc. Sky stream connection through Hisense soundbar 

[gpb156]

Just wondering if anyone has been contacted yet by Sky employee  Daniel F as mentined in @FFU01 post?